1st Line IT Service Desk Analyst

About us
Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for an Implementation Manager to join our team.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

The 1st Line IT Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction.

Responsibilities

User Support & Ticket Management

• Serve as the first point of contact for IT support via Slack and ticketing system

• Log, categorise, prioritise, escalate, and resolve IT issues and service requests in line with SLAs

• Provide first-time fixes where possible and escalate unresolved issues to 2nd/3rd line support

• Communicate clearly with users regarding issue status and resolution times

Technical Support

• Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)

• Support Microsoft Windows and/or macOS operating systems

• Assist with Microsoft 365 applications 

• Perform basic user account administration

• Support VPN, remote access, and basic connectivity issues

Onboarding & Asset Management

• Set up IT equipment for new starters (laptops, peripherals, access rights)

• Collect leavers equipment promptly 

• Maintain accurate asset records and user documentation

• Follow IT security and access control procedures and keep documentation up to date

Documentation & Continuous Improvement

• Create and update knowledge base articles and support documentation

• Identify recurring issues and suggest improvements to systems or processes

• Adhere to ITIL-aligned service management practices

Required Skills & Experience

Essential

• Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)

• Strong customer service and communication skills

• Basic understanding of networking concepts (DNS, DHCP, TCP/IP)

• Experience with ticketing systems (e.g. Jira)

• Ability to prioritise workload and work effectively under pressure

Desirable

• Experience in an ITIL-based service environment

• Exposure to cloud platforms (Microsoft Azure / AWS)

• Knowledge of endpoint management tools (Intune / Jamf)

• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)

Personal Attributes

• Customer-focused and patient approach

• Strong problem-solving skills

• Well-organised with attention to detail

• Willingness to learn and develop technical skills

• Team-oriented with a proactive mindset

Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

When you join Equals, we aim to help you to get more out of your career. We will also offer you the following benefits;

Benefits

1. A competitive salary benchmarked against a peer group.

2. 25 days holiday per year + your birthday off

3. Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development.

4. Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere

5. GetActive with Aviva - Health and Wellbeing discounts on services and products

6. Interbank currency rates on travel money and international transfers.

7. Bupa Private Healthcare

8. Free Eye Test and £50 up to the cost of glasses

9. EAP Service - Mental Health Services

10. Life Assurance Policy - x3 annual salary

11. Contributory pension scheme

12. Cycle to Work Scheme

13. Season Ticket Loans

14. Enhanced Parental Policies

15. Complimentary tea, coffee, soft drinks and fruit

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.